The End User Support role is responsible for providing technical assistance to employees, resolving software and system-related issues, managing user access, and supporting key business applications such as Google Workspace. The role ensures employees have the tools and access they need to work efficiently, securely, and with minimal disruption.

TASKS:

Provide first-level technical support to end users through the company’s ticketing and support channels.
Troubleshoot software, applications, network, connectivity, and system-related issues.
Provide administration and user support for Google Workspace, including user accounts, access, groups, and related services.
Manage and support ClickUp as the company’s CRM/ticketing platform, including user access, ticket management, workflows, and basic configuration.
Assist users with account access, password resets, application access, and other IT-related requests.
Support user onboarding, offboarding, and lifecycle activities, including account provisioning and deactivation.
Install, configure, update, and troubleshoot approved applications and software.
Monitor and follow up on reported incidents to ensure timely resolution and proper documentation.
Maintain accurate records of IT assets, user accounts, software, and support activities.
Create and maintain troubleshooting guides, knowledge-base articles, and support documentation.
Coordinate with other departments and external vendors when technical assistance is required.
Identify recurring issues and recommend improvements to IT processes, tools, and user experience.
Assist with IT projects, system implementations, testing, and technology rollouts as needed.

Requirements

QUALIFICATIONS:

Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
Experience in an IT help desk, technical support, or end-user support role.
Strong software troubleshooting and problem-solving skills.
Working knowledge of Google Workspace, ClickUp, Windows, macOS, and common business applications.
Basic understanding of networking, account management, and user administration.
Strong communication and customer service skills.
Ability to explain technical issues and solutions clearly to non-technical users.
Strong organizational skills and ability to manage multiple support requests and priorities.

MINIMUM SYSTEM REQUIREMENTS:

PRIMARY SYSTEM
- Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher
- Computer Memory/RAM: 8.00 GB
- Computer Operating System: At least Windows 11 64-bit or macOS Ventura
- Headset: Any USB-type headset with noise-cancelling feature
- Camera: Capable of a clear and crisp video output
BACK-UP SYSTEM
- OPTION 1 (BACKUP SYSTEM):
- - Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher
  - Computer Memory/RAM: 8.00 GB
  - Computer Operating System: at least Windows 11 64-bit or macOS Ventura
  - Headset: Any USB-type headset with noise-cancelling feature (Optional)
- OPTION 2 (POWER SUPPLY - UPS):
- - Must be capable of powering your work station for at least 3 hours
  - Typically a device with 240Wh or higher will be sufficient
  - Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup)
PRIMARY INTERNET CONNECTION
- DSL / Fiber Connection - Minimum of 100mb/s contracted
BACK-UP INTERNET CONNECTION
- Minimum of 20mb/s (Cell)

RECOMMENDED SYSTEM REQUIREMENTS

PRIMARY SYSTEM

- Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher
- Computer Memory/RAM: 16.00 GB
- Computer Operating System: At least Windows 11 64-bit or macOS Tahoe
- Headset: Any USB-type headset with noise-cancelling feature
- Camera: Capable of a clear and crisp video output
BACK-UP SYSTEM
- OPTION 1 (BACKUP SYSTEM):
- - Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher
  - Computer Memory/RAM: 16.00 GB
  - Computer Operating System: At least Windows 11 64-bit or macOS Tahoe
  - Headset: Any USB-type headset with noise-cancelling feature
  - Camera: Capable of a clear and crisp video output
- OPTION 2 (POWER SUPPLY - UPS):
- - Must be capable of powering your work station for at least 3 hours
  - Typically a device with 240Wh or higher will be sufficient
  - Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup)
PRIMARY INTERNET CONNECTION
- - DSL / Fiber Connection - Minimum of 500mb/s contracted
BACK-UP INTERNET CONNECTION
- - Minimum of 20mb/s (Cell or wired)